Internet Banking: Customer Communication Workflow Template

Overview: Internet Banking: Customer Communication Workflow Template

This workflow template illustrates the request and fulfillment of customer requests through the internet banking channel. Purchase and download this template in PDF and Visio (VSD) formats. You can customize it to fit your own organization, or simply use it to better understand the Internet Banking: Customer Communication process.

Process Details and FAQ: Internet Banking: Customer Communication

What is included in the Internet Banking: Customer Communication process?

The Internet Banking: Customer Communication process involves the request and fulfillment of customer requests through the internet banking channel (customer complaint resolution, bank account preference changes and monthly e-statement generation). Customers with complaints should submit the complaint through the bank's website, which, once received will be reviewed and sent to the Contact Center for investigation. To change preferences, a customer should select the required option and update their personal information and preferences within the bank's website. The information is then received, reviewed, fulfilled and logged. To generate an e-statement, the bank's computer system compiles transactional data, exports it into a finalized file format and emails the documents to the customer.

Which KPIs, or metrics, are typically used to measure this process?

The following metrics may be used to measure the Internet Banking: Customer Communication process:

1.Average First Response Time: Email

2.Customer Online Account Updates

3.Enrolled Online Banking Users as a Percentage of Checking Accounts

Which employees and/or departments are involved in this process?

The following parties are typically involved in the Internet Banking: Customer Communication process:

Customer

Customer Service Representative

Electronic Banking Specialist

What is the purpose of these workflow templates?

Broken business processes pervade companies, large and small. Manual workarounds, downtime, errors and other waste is thought of as "the cost of doing business." Use our workflow templates as a starting point to document your own processes. Customize them to fit your business and add "call outs" for improvement opportunities.

How are these workflow templates created?

These workflow templates are the product of over 20 years of hands-on management consulting experience, as well as research performed by the OpsDog team. All of our workflows are mapped using the BPMN 2.0 specification.

How do I download a workflow template?

Simply click the "add to cart" button and follow the process to purchase and download this workflow template. You can use any major credit card, or a PayPal account, to pay. After you have completed the purchase, you will receive a link to immediately download the workflow template in PDF and Visio (VSD) formats. If you aren't a registered OpsDog user yet, create a free account! New users get $20 off of their first purchase.